This topic

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 13:35:34 GMT

We've had problems for years with the broadband dropping out; and have been told by BT that it is network congestion at the exchange. In the hope that a hybrid would cover the problem we went with that. BUT the router apparently stays connected to the exchange but very slow; 50k errors (where 10k is the max permissible, I've been told) so the hybrid does not see a broadband failure and does not engage. Both router and hybrid have been changed to no effect.

When the system is ok the performance is entirely acceptable but we certainly do not have an "uninterruptable" link as promised -so far today it has gone down twice, yesterday 6 times or so - I have independent evidence of this.

We have an active dispute running on this. As advised by "Which"

Any ideas, please?

Re: BT Broadband Speed below Minimum Guaranteed

licquorice — Sun, 12 Jun 2022 14:04:29 GMT

I have moved your post to start a new thread to avoid confusion with replies.

If your broadband is dropping out it is nothing to do with congestion as that just causes download speed to slow down, neither are errors a symptom of congestion. You clearly have a line fault that hasn't been fully investigated and fixed.

Is there any noise on your line with a quiet line test,17070 option 2?

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 14:18:00 GMT

Thanks for the reply.

BT have repeatedly advised that the problem is at the exchange and that the line and our end are all OK

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 14:21:44 GMT

To continue

BT say that the broadband is effectively so slow that connecting equipment sees it as dead apart from the hybrid and router which see the line as active

Re: BT Broadband Speed below Minimum Guaranteed

licquorice — Sun, 12 Jun 2022 14:22:42 GMT

I repeat, if your line is actually dropping connection entirely it is not congestion. Did you try the quiet line test? Can you post a screenshot of your Hub's line stats?

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 14:36:46 GMT

17070 option 2

nothing at all heard

Re: BT Broadband Speed below Minimum Guaranteed

imjolly — Sun, 12 Jun 2022 14:39:32 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

as @licquorice posted if you router is dropping connect (light changing from blue) then there is a line problem and first thing to check is quiet line test

edit so quiet line test silent just dial tone

Someone may then be able to offer help/assistance/suggestions to your problem

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 15:08:46 GMT

Hope that is what you wanted?

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 15:17:42 GMT

I'll try that and reply later; as I said both router and hybrid stay blue while desktop/tv/and voip phones dropout. As I understand it the error rate at the exchange are so high that other equipment times out This is a transitory situation which is cancelled by rebooting the hub. BT have repeatedly said it is congestion,,,,

Re: BT Broadband Speed below Minimum Guaranteed

licquorice — Sun, 12 Jun 2022 15:28:50 GMT

Can you post the screen at Advanced Settings> Technical log> information.

Error rate refers to line errors not exchange problems.

Re: BT Broadband Speed below Minimum Guaranteed

imjolly — Sun, 12 Jun 2022 15:46:50 GMT

The brief stats posted suggest you have an FTTC connection and therefore the FTTP option in the hub stats should be set to OFF and not ON.

Connection time is very low is that due to hub dropping connection or manual reset?

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 17:05:13 GMT

Sorry couldn't find colour swap.

Delay due to lack of connection - it crashed for the 3rd time (at least) today

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 18:05:06 GMT

I changed FTTP to FTTC; that was the last router restart which was after my last report

Re: BT Broadband Speed below Minimum Guaranteed

imjolly — Sun, 12 Jun 2022 18:30:55 GMT

Are you connected to the master socket and if so which one

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Sun, 12 Jun 2022 21:33:59 GMT

The right hand one, no 7, bulky curved with 2 connectors- note that the landline phone is voip.

I have changed ***p to ***c in hub management based on your comment- all seems well at present and working, hopefully.

And hoping that the reverse change becomes necessary before too long. [(;-})

Thanks for your help thus far.

I found some difficulty at times blocking me because of the current outstanding fault that is with BT .

Re: BT Broadband Speed below Minimum Guaranteed

imjolly — Mon, 13 Jun 2022 09:33:54 GMT

as you have digital voice and VOIP then the quiet line test is not appropriate to check your broadband connection for line noise

the dslchecker will also not work with your phone number and you need to use your address to get any results

if your connection appears more stable and changing FTTP to off then leave it and see if dropped connections keeps happening

Re: BT Broadband Speed below Minimum Guaranteed

licquorice — Mon, 13 Jun 2022 10:37:01 GMT

The NTE5C (socket 7 in the picture) is prone to giving disconnection problems as the frontplate only clips on rather than screwed on.

As you have Digital voice, you could remove the frontplate and connect your hub directly to the test socket. You will either need a filter or adapter to convert the Hub's lead RJ11 plug to fit the BT 431 socket.

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Mon, 13 Jun 2022 22:04:41 GMT

Thanks for that Great so Something to thin the socket- we've got gaffer tape holding it now.

Going from p to c has reduced but not eliminated the broadband problem - down to 3 dropouts today

Thanks

Re: BT Broadband Speed below Minimum Guaranteed

Keith_Beddoe — Tue, 14 Jun 2022 05:40:59 GMT

@bmshotvp

As mentioned here As mentioned https://community.bt.com/t5/Landline/2019-Master-Socket-kit-loose/m-p/1985566#M6775

You need to connect things up as shown below, and see if you still get disconnections. Leave it like that for a few days.

NTE 5C Test socket chec

Re: BT Broadband Speed below Minimum Guaranteed

bmshotvp — Tue, 14 Jun 2022 09:17:03 GMT

Thanks. As the phone is VoIP and plugs into the hub I assume the filter is unnecessary provided the connection has an adaptor to get from rj to bt types?